POSITION SUMMARY

International Business University (IBU) is a new and unique teaching-focused university specializing in business education that is looking for highly talented, motivated, and qualified faculty and professionals, ready for the next level of challenge in their careers.
The IT Support Officer will be responsible for the planning and delivery of student, faculty, and employee IT support services, managing support staff and providing high quality customer service. The successful candidate will be responsible for providing services such as installation, consultation, troubleshooting, user assistance and training. Functions may include diagnosing and resolving problems in response to customer reported incidents; planning and analysis of work processes; researching and reporting trends and patterns of problems; developing training materials and performing information system training sessions; developing and maintaining problem tracking IT case; installing, troubleshooting, and maintaining hardware and software; performing backup and recovery operations; consulting with users to identify needs and requirements; conducting feasibility studies and trade-off analyses; preparing business cases; ensuring the rigorous application of information security/information assurance policies, principles, and practices.

Key Responsibilities:· Reporting to the IT Director, the successful candidate will be required to perform the following job duties including but not limited to:

• Design and implement IT service and helpdesk platform based on ITIL frameworks, enable the IT service level agreement to meet our customer and students’ expectations.
• Lead the Tier 1 IT co-op support to provide the end-users service on hardware and software systems.
• Resolve routine end-user issues in a timely manner through established protocol and troubleshooting; escalate as necessary.
• Provide guidance and explain policies and procedures to end-users.
• Assist users in obtaining access to systems.
• Utilize and maintain knowledge bases, white papers, FAQs, and vendor documentation.
• Contribute to documentation of incidents, internal processes and procedures, maintenance of equipment, and training manuals.

The successful candidate shall possess the following qualifications and skills:

• Proficient in the following software:
• Microsoft Windows 10 & 11 / MacOS
• Microsoft Office 365
• Salesforce Service Cloud or/and Jira Service Management, Freshworks
• Canvas LMS
• McGraw Hill Connect
• Proficient in the following hardware:
• Lenovo ThinkPad / ThinkCentre / MacBook
• Cisco Meraki
• Video and Audio Devices
• MFP (Multi-functional Printer)
• Projector
• Cabling

The successful candidate shall possess the following qualifications and skills:

• Bachelor’s Degree and/or college diploma in Information Technology or related field.
• Minimum of three (3) years related experience in IT or related field (required).
• Strong communication skills.
• Adept at problem-solving.
• Well-developed decision making, prioritization and problem-solving skills.

IBU values and embraces diversity, equity and inclusion as fundamental to our mission to educate students for career success in the business world today. Our desire is to ensure that our institution is a welcoming, inclusive, respectful and safe environment for everyone, in particular as an institution operating on traditional lands of Indigenous Peoples and communities, IBU recognizes its obligation as a member of the Ontario postsecondary system to join the path of reconciliation with Indigenous People. We are an Equal Opportunity Employer. If you require a disability-related accommodation to participate in the recruitment process, please contact us at careers@ibu.ca and we will be happy to accommodate your needs under the Ontario Human Rights Code.
If you are interested in this opportunity, please submit to careers@ibu.ca, a covering letter and resume in PDF format. See our website www.ibu.ca for further information about this new and exciting university.
Applications will be reviewed and considered as they arrive. While we appreciate all applications, we regret that we can only contact those candidates selected for an interview. We thank all applicants for their submissions.
Job Types: Part-time, Permanent

Education:

• Bachelor’s Degree (required)

Experience:

• hands-on, customer-facing experience in IT: 3 years (required)

Work Location: In perso

• Design and implement IT service and helpdesk platform based on ITIL frameworks, enable the IT service level agreement to meet our customer and students’ expectations.
• Lead the Tier 1 IT co-op support to provide the end-users service on hardware and software systems.
• Resolve routine end-user issues in a timely manner through established protocol and troubleshooting; escalate as necessary.
• Provide guidance and explain policies and procedures to end-users.
• Assist users in obtaining access to systems.
• Utilize and maintain knowledge bases, white papers, FAQs, and vendor documentation.
• Contribute to documentation of incidents, internal processes and procedures, maintenance of equipment, and training manuals